Customer Experience Executive

Pay: £33,000.00-£35,000.00 per year

Job Description:

UBT is a well-established global business. Our purpose is to equip our customers so that they grow and contribute in a meaningful way to the communities and economies where they live and work. We provide a variety of services to a client base spread across 19 countries in the UK, Europe, North America, Central America and Australia. Our clients are independent family-owned organisations.

In our logistics team , UBT Logistics, we provide comprehensive domestic and international logistics solutions across a wide range of trusted carriers. Our multi-provider approach ensures flexibility, reliability, and cost-effectiveness tailored to each clients unique needs. We take pride in offering a consultative service model partnering with our customers to understand their business goals and deliver logistics strategies that support growth and long-term success.

We are seeking a proactive and customer-focused individual to join our team, providing exceptional support across customer service and sales administration. In this dynamic role, you ll be the first point of contact for client enquiries, ensuring a seamless experience from order to delivery, while also assisting with key sales admin tasks as and when required. If you have strong communication skills, attention to detail, and a passion for delivering outstanding service, along with logistics industry experience, we d love to hear from you!

Role Responsibilities

• Manage a portfolio of client accounts and deliver an exceptional customer experience.
• Act as the main point of contact for day-to-day account management.
• Build and maintain strong client relationships through regular communication.
• Process claims and resolve invoice queries efficiently.
• Coordinate transactional support with offshore teams.
• Deliver responsive customer service to drive satisfaction, retention, and growth.

Processes

• Maintain and improve the customer experience when dealing with UBT Logistics clients.
• Act as the dedicated day-to-day point of contact for an assigned portfolio of UBT Logistics client accounts, owning the end-to-end relationship.
• Manage all inbound client calls and emails, ensuring prompt and effective responses
• Host monthly Teams 'check-in' calls (where required) with each client to review service performance, discuss upcoming requirements and strengthen the relationship.
• Provide pricing and quotes for customers as and when required.
• Address customer concerns/complaints.
• Respond to specific customer queries in a timely manner.
• Utilise the telephone and electronic communication methods including email and video to regularly communicate with customers.
• Process and request new account applications.
• Work closely with suppliers to get accounts open in a professional and timely manner.
• Follow on-boarding process to ensure smooth transition for new clients.
• Maintain oversight of new accounts, monitoring progress and execution through structured spreadsheet tracking.
• Provide customers with timely and accurate updates on the status of new account setups.

Hours

07:30-16:30 Monday - Friday

Job Type: Full-time, Permanent

Benefits:

Company car, Company pension, Discounted or free food, Free parking, On-site parking

Private medical insurance, Sick pay, Experience:

• Logistics: 1 year (preferred)

Work Location: In person Warwick office